About this role

Key Outputs

- Ensure improved product health for all products in area of responsibility.

- Provide support for new product introduction.

- Present product issues to management.

- Assist artisans and TA’s with complex troubleshooting on machines and components.

- Do failure analysis on failed components and parts.

- Compile comprehensive condition and failure reports.

- Compile informative product issue reports and address to Service Engineering and management.

- Ensure latest product updates are shared, issued and executed.

- Provide expert technical support for Warranty resolution and 1 hour training sessions.

- Ensure effective self-management and performance ownership.

- Ensure resolution of product issues according to Service Letter guidelines.

- Negotiate with Caterpillar on Warranty issues.

- Interact with SEENG and Caterpillar on product issues.

- Monitor product health

- Carry out field follow projects

- Remotely and physically troubleshoot complex failures on machines

Qualification, Experience and Competencies

- Grade 12 / N3

- Qualified Artisan. [Mechanic in relevant trade (e.g. Diesel Mechanic / Earthmoving Equipment Mechanic)

- Must have completed Caterpillar Advance certification.

- Minimum of 12 years post-apprentice/learner ship experience of which 5 years should be field service] (external candidates)

- Minimum of 3 years’ experience as a Technical Analyst.

- Exceptional knowledge of product operating systems, testing and adjusting, and troubles shooting.

- Exceptional trouble shooting, problem solving and failure analysis skills.

- Be able to compile accurate and professional reports (Failure and conditional)

- Understand impact of site severity conditions and how it impacts machine health.

- Demonstrated practical and theoretical knowledge transfer skills.

- Sound interpersonal relationship skills.

- Computer Literate (MS Office & Caterpillar systems)

- Familiar with the use of Service Technician Workbench

- Familiar with Caterpillar Websites (e.g. SIMSI, PIS, DSN, etc.)

- Business communication and presentation skills.

- Planning and prioritizing of tasks.

- Understand the BWE Quality system.